New Research Names Verint Global Leader in Contact Centre, Back Office and Branch Office Applications

Verint® announced that it has been named the global leader for WFO software by Pelorus Associates in the firm’s new Understanding the Global Market for Workforce Optimization Solutions report. In this analysis, Verint is cited for more than 43 percent worldwide market share, as well as for holding the leading market share for interaction recording and quality management, core applications of workforce optimization suites according to Pelorus Associates.

As The Customer Engagement Company™, Verint focuses on helping organizations simplify and modernize the way they engage customers through their contact center, branch, back office and marketing departments. Backed by the latest artificial intelligence and advanced analytics technologies, its broad portfolio of cloud and hybrid solutions deliver greater automation and shared intelligence to drive employee engagement, customer satisfaction and loyalty, and real business impact.

In its research, Pelorus notes that the most successful vendors have very complete product offers, no WFO suite gaps and attractive extra capabilities.

The firm specifically calls out Verint for providing:

  • The world’s first comprehensive Customer Engagement™ portfolio and broadest product offering for optimizing the customer experience through multiple contact points, including contact centers, back office and branch environments.
  • A unified, analytics-driven and enterprise-enabled WFO suite with robust business process flows between applications.
  • Shared intelligence from the widest number of sources for better and faster decision making.

“Customer engagement is emerging as the next generation of WFO,” says Dick Bucci, Pelorus Associates principal analyst. “Verint differentiates based on customer engagement technology that includes superior user interfaces for agents, personalized guidance to assist in decision making, knowledge management for agents, analytics tools to better understand the key drivers of customer satisfaction and a host of solutions that support employee engagement.”

Bucci also credits Verint for driving the deployment of WFO applications to customer-facing and back-office environments beyond the contact center, noting “Verint has led the charge into these adjacent markets through acquisitions that had specialized software for back-office operations, as well as knowledge management and case management.”